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Having Trouble Getting Canopy to Work? What Your IT Team Can Do

Updated over a week ago

you’re running into issues with Virtual Drive installation, access, or performance, your IT team may need to adjust firewall or security settings. Follow the steps below to ensure Canopy functions properly.

Why it matters

Canopy relies on secure, cloud-based services. If security software blocks certain files or domains, installation may fail, or features may not load. Correct allowlisting ensures smooth setup and uninterrupted access.

Table of Contents

  1. Allowlist Canopy Install Files

  2. Allowlist Canopy Domains and Services

  3. Avoid IP-Based Allowlisting

  4. Using a VPN or Shared Remote Desktop?

  5. Troubleshooting

  6. Summary

  7. Need help?

Steps for Your IT Team

1. Allowlist Canopy Install Files

To install and update Virtual Drive, make sure the following URLs are not blocked by your antivirus or firewall:

  • https://odrive-deploy.s3.amazonaws.com/canopy-win-dist-installer-prod-595.manifest

  • https://odrive-deploy.s3.amazonaws.com/win-canopy-dist-prod-595.zip

2. Allowlist Canopy Domains and Services

Ensure the following domains are allowlisted:

  • app.canopytax.com

  • *.canopytax.com

  • *.amazonaws.com (used for file storage and installers)

  • *.cloudfront.net (used for loading scripts and assets)

  • *.pusher.com

💡 Tip: Use domain-based allowlisting instead of IP-based allowlisting. Services like AWS and CloudFront rotate IP addresses frequently.

3. Avoid IP-Based Allowlisting

Do not rely on IP-based allowlisting. Canopy uses dynamic, cloud-based infrastructure where IPs change frequently. IP allowlisting can cause unexpected access issues.

4. Using a VPN or Shared Remote Desktop?

If multiple users connect from the same IP (VPN or shared desktop), you may encounter rate limits. To resolve:

  1. Disconnect from the VPN or shared desktop.

  2. Wait about 15 minutes.

  3. Try logging in again.

If issues persist, your IT provider may need to route traffic across multiple IPs.

Troubleshooting

  • Still running into issues? If all steps above are complete and problems continue, it may be due to an internal firewall or proxy configuration. Work directly with your IT team to continue troubleshooting.

Summary

  • Allowlist Canopy install files and required domains.

  • Avoid IP-based allowlisting.

  • Adjust VPN/shared desktop setups to prevent rate limiting.

  • Contact IT for further firewall or proxy configuration troubleshooting.

Need help?

Contact Support or ask Penny, our AI Support Bot, for assistance.

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